Windows Server Engineer L3

Brennan IT Pty Ltd

Windows Server Engineer L3

Purpose of Role
To provide 3rd & 4th level technical support to Brennan IT clients, engineers and staff, in managed and non-managed services. To provide remote BAU support predominately focusing across the Microsoft core product set (such as Windows Server, Desktop, Exchange, SharePoint, Remote Desktop Services, SCCM and SCOM), Citrix XenApp and associated hardware infrastructure (HP, Dell and IBM).
 Ability to prioritize tickets and escalate incidents within defined timeframes in accordance to service level agreements.  This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner. You will be responsible for proactively managing our client’s IT environments and conducting problem management, to ensure the root cause of issues is addressed.
This role is designed to support the Australian based teams, supporting their Australian based customers.  To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings.

Experience: 10+ years of experience in Windows Engineer / Wintel / Technical Support role.
  
Key Qualifications - Essential
This role requires the follow Competencies and Experience;
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
  • Remotely resolving tickets for managed and non-managed services
  • Root cause investigation and remediation
  • Proactive alert reporting and analytics
  • Technology Roadmap for clients
  • AD Heath-check - detailed server assessment - producing a client facing risk assessment report.
  • Best practice Documentation (As built config outputs - procedures).
  • Prior experience in being technical escalation point.
  • Ability to backfill short term resource constraints in Australia.
  • Ability to self-learn and train team members as well.
  • Must be expert in atleast one technology.
  • Must be able to learn and support new and quickly changing technologies.
  • Ability to research solutions or information regarding technical issues.
  • Excellent interpersonal skills.
  • Familiarity with a wide range of standard office automation products.
  • High energy level.
  • Detail oriented.
  • Good team player.
  
Key Skills - Desirable
This role requires the follow Competencies and Experience;
  • ITIL Service Management accreditation
  • Minimum of 5 years IT support experience with technologies such as Microsoft, Apple, Citrix, Linux, VMware, Symantec, CA, TrendMicro
  • Working knowledge of hardware platforms including HP, DELL, IBM, Cisco
  • Ability to work in a billable hour environment
  • Passion for customer service
  • Able to build and maintain relationships with customers and staff
  • Good verbal and written communication skills
  • Excellent problem-solving skills
  • Proven ability to work within and across teams
  • Industry based certifications
  • A “do whatever it takes” attitude
  
Key Responsibilities:
  • Whilst your day to day activities will vary to meet your Roll’s Mission, KPIs and the operational requirements of the job, we envisage the following key activities being required to achieve success in the position;
  • Remotely resolving tickets for managed and non-managed services.
  • Root cause investigation and remediation.
  • Proactive alert reporting and analytics.
  • Technology Roadmap for clients.
  • AD Heath-check - detailed server assessment - producing a client facing risk assessment report.
  • Best practice Documentation (As built config outputs - procedures).
  • Prior experience in being technical escalation point.
  • Ability to backfill short term resource constraints in Australia.
  • Ability to self learn and train team members as well.
  • Must be expert in atleast one technology.
  • Must be able to learn and support new and quickly changing technologies.
  • Ability to research solutions or information regarding technical issues.
  • Excellent interpersonal skills.
  • Familiarity with a wide range of standard office automation products.
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
  • Update customer data and produce activity reports.
  • Walk customers through problem solving process.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper recording, documentation and closure.
  • Recommended procedure modifications or improvements.